Abstract. Avaya Solution & Interoperability Test Lab

Transcription

1 Avaya Solution & Interoperability Test Lab Application Notes for Enghouse Quality Management Suite with Avaya Aura Application Enablement Services and Avaya Aura Communication Manager using DMCC Issue 1.0 Abstract These Application Notes contain instructions for Enghouse Quality Management Suite with Avaya Aura Application Enablement Services and Avaya Aura Communication Manager to successfully interoperate. Readers should pay attention to Section 2, in particular the scope of testing as outlined in Section 2.1 as well as the observations noted in Section 2.2, to ensure that their own use cases are adequately covered by this scope and results. Information in these Application Notes has been obtained through DevConnect compliance testing and additional technical discussions. Testing was conducted via the DevConnect Program at the Avaya Solution and Interoperability Test Lab. 1 of 20

2 1. Introduction These Application Notes contain instructions for Enghouse Quality Management Suite (QMS) with Avaya Aura Application Enablement Services and Avaya Aura Communication Manager to successfully interoperate. QMS is a call recording solution which utilizes the Device, Media and Call Control (DMCC) and TSAPI services on Avaya Aura Application Enablement Services (AES) to record calls for Quality Monitoring and Compliance purposes. 2. General Test Approach and Test Results The compliance test focused on the ability for calls to be recorded. Calls were manually placed from the public switched telephone network (PSTN) directly to and from recorded devices, and to Automatic Call Distributor (ACD) queues. DevConnect Compliance Testing is conducted jointly by Avaya and DevConnect members. The jointly-defined test plan focuses on exercising APIs and/or standards-based interfaces pertinent to the interoperability of the tested products and their functionalities. DevConnect Compliance Testing is not intended to substitute full product performance or feature testing performed by DevConnect members, nor is it to be construed as an endorsement by Avaya of the suitability or completeness of a DevConnect member s solution Interoperability Compliance Testing The compliance test validated the ability of QMS to successfully record various types of calls routed to and from Digital, IP and SIP endpoints. The feature testing included the following: Handling of call events from QMS Use of Application Enablement Services AES DMCC monitoring services and media control events to obtain the media from the virtual IP Softphones Proper recording, logging, and playback of calls for scenarios involving inbound, outbound, agent drop, customer drop, hold, reconnect, transfer and conference. Additionally, testing confirmed the ability for QMS to recover from common outages such as network outages and server reboots Test Results All planned test cases were passed with the exception of one test. In a scenario where call is blind transferred from a 96x1 IP Deskphone (SIP), call does not get recorded. An internal Avaya ticket has been opened to investigate the issue Support Technical support for QMS can be obtained via the following means. Phone: usa.support.zeacom.com 2 of 20

3 3. Reference Configuration Figure 1 illustrates a sample configuration that consists of Avaya Products and QMS. Figure 1: Test Configuration for QMS 3 of 20

4 4. Equipment and Software Validated The following equipment and software were used for the sample configuration provided: Equipment/Software Release/Version Avaya S8300D Server Avaya Aura Communication Manager 6.3 SP8 Avaya Aura Session Manager 6.3 SP6 Avaya Aura System Manager 6.3 SP6 Avaya G450 Media Gateway Avaya Aura Application Enablement Services 6.3 Avaya TSAPI Client 6.3 Enghouse Quality Management Suite of 20

5 5. Configure Avaya Aura Communication Manager This section contains steps necessary to configure QMS successfully with Avaya Aura Communication Manager. All configurations in Communication Manager were performed via SAT terminal Verify Feature and License Enter the display system-parameters customer-options command and ensure that the following features are enabled. One Page 3, verify Computer Telephone Adjunct Links is set to y. display system-parameters customer-options Page 3 of 11 OPTIONAL FEATURES Abbreviated Dialing Enhanced List? y Audible Message Waiting? y Access Security Gateway (ASG)? n Authorization Codes? y Analog Trunk Incoming Call ID? y CAS Branch? n A/D Grp/Sys List Dialing Start at 01? y CAS Main? n Answer Supervision by Call Classifier? y Change COR by FAC? n ARS? y Computer Telephony Adjunct Links? y ARS/AAR Partitioning? y Cvg Of Calls Redirected Off-net? y ARS/AAR Dialing without FAC? y DCS (Basic)? y ASAI Link Core Capabilities? y DCS Call Coverage? y ASAI Link Plus Capabilities? y DCS with Rerouting? y Async. Transfer Mode (ATM) PNC? n Async. Transfer Mode (ATM) Trunking? n Digital Loss Plan Modification? y ATM WAN Spare Processor? n DS1 MSP? y ATMS? y DS1 Echo Cancellation? y Attendant Vectoring? y 5 of 20

6 5.2. Configure Stations Use add station n command to add a station, where n is an available station extension. This station will be monitored by QMS. Configure the station as follows, on Page 1: In Name field, enter a descriptive name Set Type to the type of the telephones Enter a Security Code Set IP SoftPhone to y add station Page 1 of 5 STATION Extension: Lock Messages? n BCC: 0 Type: 9630 Security Code: TN: 1 Port: IP Coverage Path 1: 1 COR: 1 Name: IP Station 1 Coverage Path 2: COS: 1 Hunt-to Station: STATION OPTIONS Time of Day Lock Table: Loss Group: 19 Personalized Ringing Pattern: 1 Message Lamp Ext: Speakerphone: 2-way Mute Button Enabled? y Display Language: english Button Modules: 0 Survivable GK Node Name: Survivable COR: internal Media Complex Ext: Survivable Trunk Dest? y IP SoftPhone? y IP Video Softphone? n Short/Prefixed Registration Allowed: default Customizable Labels? y 6 of 20

7 5.3. Configure IP Services Add an IP-Services entry, using the change ip-services command, for Application Enablement Services as described below. On Page 1: In the Service Type field, type AESVCS. In the Enabled field, type y. In the Local Node field, type the Node name procr for the Processor Ethernet Interface. In the Local Port field, use the default of change ip-services Page 1 of 4 IP SERVICES Service Enabled Local Local Remote Remote Type Node Port Node Port AESVCS y procr 8765 CDR1 procr 0 CDR2 procr 0 PMS procr 0 On Page 4 of the IP Services form, enter the following values: In the AE Services Server field, type the host name of the Application Enablement Services server. In the Password field, type the same password to be administered on the Application Enablement Services server in Section 6, Step 1. In the Enabled field, type y. change ip-services Page 4 of 4 AE Services Administration Server ID AE Services Password Enabled Status Server 1: aes6_tr1 devconnect123 y in use 2: AES2146 devconnect123 y in use 7 of 20

8 5.4. Configure CTI Link Enter the add cti-link <link number> command, where <link number> is an available CTI link number. In the Extension field, type a valid station extension. In the Type field, type ADJ-IP. In the Name field, type a descriptive name. add cti-link 1 Page 1 of 3 CTI LINK CTI Link: 1 Extension: 6201 Type: ADJ-IP COR: 1 Name: TSAPI Please note that, to save all the changes made in this section, enter the save translations command. save translation SAVE TRANSLATION Command Completion Status Error Code Success 0 8 of 20

9 6. Configure Avaya Aura Application Enablement Services Configuration of Avaya Aura Application Enablement Services requires a user account be configured for QMS and CTI/TSAPI configuration for Communication Manager. All administration is performed by web browser, Configure Communication Manager Switch Connections To add links to Communication Manager, navigate to the Communication Manager Interface Switch Connections page and enter a name for the new switch connection (e.g. TR18300) and click the Add Connection button (not shown). The Connection Details screen is shown. Enter the Switch Password configured in Section 5.3 and check the Processor Ethernet box if using the procr interface. Click Apply. The display returns to the Switch Connections screen which shows that the CM3010 switch connection has been added. 9 of 20

10 Click the Edit PE/CLAN IPs button on the Switch Connections screen to configure the procr or CLAN IP Address(es) for TSAPI message traffic. The Edit Processor Ethernet IP screen is displayed. Enter the IP address of the procr interface and click the Add/Edit Name or IP button. Click the Edit H.323 Gatekeeper button on the Switch Connections screen to configure the procr or CLAN IP Address(es) for DMCC registrations. The Edit H.323 Gatekeeper screen is displayed. Enter the IP address of the procr interface and click the Add Name or IP button. 10 of 20

11 6.2. Add TSAPI Link Navigate to the AE Services TSAPI TSAPI Links page to add a TSAPI CTI Link. Click Add Link (not shown). Select a Switch Connection using the drop down menu. Select the Switch CTI Link Number using the drop down menu. The Switch CTI Link Number must match the number configured in the cti-link form in Section Select Both in the Security field. Click Apply Changes. It returns to the TSAPI Links screen which shows that the TR18300 link has been added. 11 of 20

12 6.3. Configure User A user needs to be created for QMS to communicate with AES. Navigate to User Management User Admin Add User. Fill in User Id, Common Name, Surname, User Password and Confirm Password. Set the CT User to Yes, and Apply. 12 of 20

13 Navigate to Security Security Database CTI Users List All Users. Select the recently added user and click Edit. Check the box for Unrestricted Access and click Apply Changes. 13 of 20

14 7. Configure Enghouse Quality Management Suite This section provides the procedures for configuring Enghouse Quality Management Suite. From the server running QMS, open an internet browser and type in to administer QMS. Log in using appropriate credentials. To configure Call Recording service, select Administration Service and select CallRecording and click Edit. 14 of 20

15 Configure as follows: From the drop down menu for PBX Type, select Avaya DMCC Type in Communication Manager IP Address in PBX IP Address. Type in AES IP Address in AES/DMCC IP Address Type in username and password as configured in Section 6.3 in User name and Password Type in Communication Manager host name in Switch Name Type in 4721 in Api Port 15 of 20

16 To add a recording extension, navigate to Administrations Users; click Add. Configure as follows: Type in First Name and Last Name Type in tc3 as Username and type in associated Password Select Agent form Security Profile drop down menu Set Account State to Active Check box for Call Recording Type in Primary Extension and Extension Password as configured in Communication Manager 16 of 20

17 8. Verification Steps This section provides the tests that can be performed to verify proper configuration of Communication Manager and Enghouse Quality Management Suite. From the server running QMS, open an internet browser and type in to administer QMS. Log in using appropriate credentials. Select Call Recording Real-time Activity. Place a call from a configured phone. Once the call is connected, the Status should change to Recording, which represents that the call is getting recorded. 17 of 20

18 To verify the status CTI Links to AES, via SAT, use the status aesvcs cti-link. The Service State of established indicates that the trunk is in an operational state. status aesvcs cti-link AE SERVICES CTI LINK STATUS CTI Version Mnt AE Services Service Msgs Msgs Link Busy Server State Sent Rcvd 1 5 no aes6_tr1 established no down no AES2146 established To verify QMS is able to monitor the stations correctly, use the list monitored-station command. All the stations that are being monitored by QMS are as shown below: list monitored-station MONITORED STATION Station Association 1 Association 2 Association 3 Association 4 Ext CTI Link CRV CTI Link CRV CTI Link CRV CTI Link CRV Place a call from an Avaya Station and verify that the audio for the call was retrieved and saved by QMS. 18 of 20

19 9. Conclusion QMS was able to successfully interoperate with Avaya Aura Communication Manager and Avaya Aura Application Enablement Services with the exception mentioned in Section Additional References Documentation related to Avaya can be obtained from [1] Administering Avaya Aura Communication Manager, Release 6.3, Issue 3, October 2014 [2] Avaya Aura Application Enablement Service Administration and Maintenance Guide, Issue 2, Release 6.3, October 2014 Documentation related to QMS may directly be obtained from Enghouse. 19 of 20

20 Avaya and the Avaya Logo are trademarks of Avaya Inc. All trademarks identified by and are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. The information provided in these Application Notes is subject to change without notice. The configurations, technical data, and recommendations provided in these Application Notes are believed to be accurate and dependable, but are presented without express or implied warranty. Users are responsible for their application of any products specified in these Application Notes. Please any questions or comments pertaining to these Application Notes along with the full title name and filename, located in the lower right corner, directly to the Avaya DevConnect Program at 20 of 20